What a winter wonderland we had here just after Christmas Day! I was, of course, trying to “get out of Dodge” for a little winter vacation to the Caymans with the family. When I planned the trip, my only concern was a winter storm, as I knew the cancellation of our flight would mean days of delays; I was right. Since we were traveling as a foursome, it was much harder to get us on the same flight, so the earliest we would be able to get out was four days later. Four days late on a six-day trip, didn’t make sense. So, after giving up on Expedia (where I had booked the flight; they were not taking calls), I called American Airlines and Cayman Airways directly. I was able to secure a credit for all the flights, and I have a few tips for travelers based on my experiences:

• Pass on Expedia.com. They don’t answer the phone when there is an emergency.
• If you get an uncooperative agent, like I did the first time I tried Cayman Airways, hang up and re-dial. My second agent got it and solved the problem.
• If you have a connecting flight (ours was through Miami (MIA)), book the same airline if possible. For example, American Airlines, the airline for the first leg of our trip, wanted to help me, but couldn’t as the tickets were booked through Cayman (thanks again, Expedia). Cayman only answers the phone between 7 a.m.–9 p.m. It seems you’d be better off with flights operated all the way by one airline. Unfortunately, Expedia didn’t offer me that option. Perhaps Bill Gates’ brother-in-law works at Cayman?

Anyway, I was relieved we didn’t have to sit at the airport or on the tarmac for 12-plus hours like many travelers. Hey, I know it was a crazy travel week, but Expedia, you were my agent and you have to at least answer the phone. I was on hold for hours and I had to intervene and deal with the cancellations, credits and troubles myself, so why do I need Expedia? I got a lot of work done this week and we have the credits to go back, but in a perfect world, I would have the cash back as I have other places to go later this year. The Caymans were on the list for New Year’s — certainly not Easter! — Fran Gallagher, publisher and CEO